Proceedings of the 2024 4th International Conference on Enterprise Management and Economic Development (ICEMED 2024)

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Research on Job Crafting of Front-Line Service Employees Scale Development and Model Construction

Authors
Yan Chen1, Yuhang Wang2, *
1School of Business, Macau University of Science and Technology, Macau, China
2Department of Electronic Information, Zhuhai College of Jilin University, Zhuhai, Guangdong Province, China
*Corresponding author. Email: 135137115@qq.com
Corresponding Author
Yuhang Wang
Available Online 2 September 2024.
DOI
10.2991/978-94-6463-506-5_53How to use a DOI?
Keywords
job crafting; scale development; psychological empowerment; customer empowerment
Abstract

The research on job crafting will help managers to have a deep understanding of the logical relationship between employees and organizations, and also help improve employees’ job satisfaction and commitment, so that they can gain more meaning in their work. Bottom-up job crafting and top-down organizational design complement each other and help enhance employees’ job adaptability. For the service industry, front-line service employees are located at the customer interface of the enterprise organization and represent the organization to the customer, playing a key role in the service situation. Empirical evidence shows that to the extent that employees are able to provide high-quality service, customers are more likely to have a favorable evaluation of the service experience, experience higher satisfaction, and increase their purchase volume and frequency of future visits. Therefore, front-line service personnel are crucial to the success of the organization, and it is very important to understand the behavioral rules of job crafting and its influencing mechanism for improving the operational efficiency of the organization.

Copyright
© 2024 The Author(s)
Open Access
Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

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Volume Title
Proceedings of the 2024 4th International Conference on Enterprise Management and Economic Development (ICEMED 2024)
Series
Advances in Economics, Business and Management Research
Publication Date
2 September 2024
ISBN
978-94-6463-506-5
ISSN
2352-5428
DOI
10.2991/978-94-6463-506-5_53How to use a DOI?
Copyright
© 2024 The Author(s)
Open Access
Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

Cite this article

risenwbib
TY  - CONF
AU  - Yan Chen
AU  - Yuhang Wang
PY  - 2024
DA  - 2024/09/02
TI  - Research on Job Crafting of Front-Line Service Employees Scale Development and Model Construction
BT  - Proceedings of the 2024 4th International Conference on Enterprise Management and Economic Development (ICEMED 2024)
PB  - Atlantis Press
SP  - 476
EP  - 482
SN  - 2352-5428
UR  - https://doi.org/10.2991/978-94-6463-506-5_53
DO  - 10.2991/978-94-6463-506-5_53
ID  - Chen2024
ER  -